Summary
Overview
Work History
Education
Skills
Timeline
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Steven Rix

Boise,ID

Summary

Adept at fostering customer loyalty and exceeding performance targets, I leveraged my problem-solving abilities and CRM software expertise at DIRECTV to enhance customer satisfaction significantly. My proactive approach and ability to work under pressure have consistently improved team success and efficiency, making me a valuable asset in any customer-focused role.

Overview

17
17
years of professional experience

Work History

Customer Resolution Specialist

DIRECTV
03.2022 - Current
  • Participated in cross-functional teams to address complex issues involving multiple departments, achieving satisfactory resolutions for all parties involved.
  • Mentored new hires on best practices in customer resolution techniques, contributing to the overall success of the team.
  • Built strong relationships with clients through excellent communication skills, fostering loyalty and repeat business.
  • Received recognition from management for consistently exceeding performance targets related to customer satisfaction metrics.
  • Managed a high volume of customer inquiries, resulting in timely resolutions and positive feedback.
  • Assisted in the development of training materials focused on improving the skills of other Customer Resolution Specialists within the organization.
  • Enhanced customer satisfaction by promptly addressing and resolving their concerns.
  • Identified opportunities for process improvements within the department by analyzing trends in common customer concerns or queries.
  • Developed a deep understanding of company products and services, enabling effective troubleshooting and problem-solving abilities when assisting customers.
  • Maintained detailed records of interactions with customers, ensuring all data was captured accurately for future reference and analysis.
  • Conducted comprehensive analysis of recurring issues, implementing preventive measures to minimize future occurrences.
  • Provided exceptional support to customers by thoroughly understanding their needs and offering tailored solutions.
  • Consistently met or exceeded departmental performance metrics, contributing to the overall success of the team.
  • Utilized company resources efficiently while resolving customer issues, minimizing costs without compromising quality of service.

Level 2 Technician

Carmax
08.2021 - 03.2022
  • Conducted regular maintenance on equipment to ensure optimal functionality and extend product lifespan.
  • Inspection on interior of cars and trucks.
  • Inspection of under carriage of cars and trucks.
  • Inspection of brakes & replaced as needed.
  • Changed oil and Filter on cars & trucks.
  • Change tires and replaced as needed.

General Manger

Golden West Publications
08.2007 - 03.2020
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Formulated policies and procedures to streamline operations.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
  • Managed budget implementations, employee evaluations, and contract details.
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
  • Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
  • Assisted in recruiting, hiring and training of team members.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Interacted well with customers to build connections and nurture relationships.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.

Education

High School Diploma -

Capital High School
Boise, ID
06.1994

Skills

  • Assertiveness
  • Customer Service
  • CRM Software
  • Teamwork and Collaboration
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Calm and Professional Under Pressure
  • Reliability
  • Excellent Communication
  • Computer Skills
  • Understanding Customer Needs
  • Customer service excellence
  • Organizational Skills
  • Team Collaboration
  • Calm Under Pressure
  • Active Listening
  • Effective Communication
  • Adaptability and Flexibility
  • Decision-Making
  • Problem Resolution
  • Relationship Building
  • Customer Relations
  • Data Entry
  • Self Motivation
  • Order Processing
  • Call Center Operations
  • Professional telephone demeanor
  • Product Knowledge
  • Microsoft Office
  • Issue and Complaint Resolution
  • Professionalism
  • Product and service knowledge
  • Work Prioritization
  • Customer Data Confidentiality
  • Inbound Call Management
  • Customer service orientation
  • Customer Account Management
  • Account Management
  • Employee Coaching
  • Customer Retention Strategies

Timeline

Customer Resolution Specialist

DIRECTV
03.2022 - Current

Level 2 Technician

Carmax
08.2021 - 03.2022

General Manger

Golden West Publications
08.2007 - 03.2020

High School Diploma -

Capital High School

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Steven Rix